About this Role

WadzPay is seeking a highly experienced and results-driven Manager – Payment Card Operations & Customer Service to lead our team in India. You'll be responsible for overseeing the entire lifecycle of our prepaid cards, from issuance to customer support and fraud prevention. This is a critical leadership position focused on ensuring operational efficiency, compliance, and, most importantly, achieving outstanding customer satisfaction. You will be a key player in optimizing processes, managing a large volume of service requests, and acting as the customer's advocate within the company.

KEY RESPONSIBILITIES

- Operations Management: Direct day-to-day operations and manage the full lifecycle of prepaid cards, including issuance, blocking/unblocking, and handling customer requests and declines.
- Customer Service Excellence: Lead and measure customer service initiatives, manage service requests, and define tools and KPIs toensure a high-quality customer experience.
- Process & Procedure: Develop, implement, andmanage trouble shooting processes and procedures to drive efficiency and high customer satisfaction.
- Compliance& Risk: Ensure all processes adhere to standard operating procedures (SOPs) and payment scheme regulations. Monitor for fraudulent activities and minimize operational risk.
- Team Leadership: Build and manage a high-performing team, providing a motivating work environment and addressing any internal or external disputes.
- Cross-Functional Collaboration: Work closely with sales,product, IT, compliance, and financial institutions to support new product launches and resolve operational issues.
- Data & Reporting: Use data analytics to forecast contact volumes, identify trends, and develop staffing requirements.



Create and publish "voice of customer" reports to drive insights across the company.
- Community Management: Take ownership of customer community forums, FAQs, and ambassador programs.

SKILLS REQUIRED

- Payment Systems Expertise: Deep knowledge and understanding of payment systems and transaction processing.
- Operational Management: Proven ability to manageand optimize operations with a strong focus on KPIs and SLAs.
- Technical Acumen: Good knowledge of deployment and AWS administration. L1 and L2 trouble shooting skills for Java/.NET applications.
- Problem-Solving: Exception alability to identify and resolve complex payment-related issues and operational challenges.
- Analytical Skills: Strong financial and data analysis skills to monitor performance and identify trends.
- SupportTools: At least 7+ years of experience with customer support platforms such as Freshdesk, Zendesk, Zohodesk, or Hubspot.

PREFERRED QUALIFICATIONS

- 15+ years in leadership roles within a 24x365 customer-facing support environment.
- Experience in the payments industry with both B2B and B2C models.
- Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, Visio, and Project.

BEHAVIOURAL & SOFT SKILLS

- Leadership: Effective leadership and people management skills, with a focus on developing diverse, high-performing teams.
- Communication: Excellent communication skills with a strong executive presence.
- Collaboration: A natural collaborator comfortable working across multiple internal and external organizations.
- Adaptability: Disciplined and comfortable with ambiguity, capable of navigating a rapid-paced startup environment.
- CustomerAdvocacy: The ability to act as the voice of the customer and drive customer insights through out the company.

LOCATION: INDIA

📌 Manager - Payment Card Operations & Customer Service (India)
🏢 WadzPay
📍 India